VP Client Services

Fidelity Investments; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

A leading investment firm in Toronto is seeking a Vice President Client Services to oversee multiple client-facing groups and improve operational efficiency. The ideal candidate has 7-10 years of management experience in financial services, strong negotiation skills, and the ability to manage relationships. This position offers competitive compensation, flexible working arrangements, and comprehensive health benefits.

Benefits

Flexible working arrangements

Comprehensive health benefits

Parental leave top-up

Generous time off policy

Professional development opportunities

Qualifications

• 7-10 years’ experience in a management role in the financial services industry.
• Minimum 3 years’ experience directly managing people within the financial services industry.
• Bilingualism in English / French is an asset.

Responsibilities

• Manage oversight and leadership of multiple client-facing groups.
• Oversee operations of transaction processing and contact centre groups.
• Create and present management reporting such as resource plans and trend analysis.

Skills

Customer service focus

Strong negotiation skills

Excellent communication skills

Analytical skills

Education

University degree or equivalent work experience

Job description

Description

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

How You’ll Make an Impact

The Vice President Client Services will conceive, develop, implement strategic business plans, procedures, and functions that will create greater efficiencies in business operations and further enhance our opportunities for servicing our client base. Also, the VP will lead, manage, coordinate, and oversee the daily activities of the department consisting of Directors, Managers and Client Service Representatives.

Key Accountabilities

Responsible for the management oversight and leadership of multiple clients facing groups within the CS division.

Oversees the operations of several transaction processing and contact centre groups.

Maintains up-to-date knowledge of legal and compliance issues in the department and across the industry.

Enterprise thinker able to lead effectively at strategic and tactical levels.

Create, monitor, enhance and present senior management reporting such as resource plans, performance measures, monthly operations updates, trend analysis and quality control measures.

Responsible for fostering existing relationships and strengthening them, and for innovative practices and ideas that support FIC’s overarching business goals, achieving service levels and significantly reduce operating costs.

The Expertise You Bring

Organized self-starter, with a customer service focus, and ability to multitask.

Strong negotiation and partner management skills.

Demonstrated change management and delivery capabilities at an enterprise level.

Excellent written and verbal communication skills.

Knowledge of the financial services industry, particularly the OSC and CIRO regulatory landscape.

Excellent analytical and problem resolution skills.

Ability to foster exceptional relationships with all levels while motivating team members.

What We Are Looking For Experience

7-10 years’ experience in a management role in the financial services industry; including 5 years in a call centre or back-office environment.

Minimum 3 years’ experience directly managing people within the financial services industry.

Education

University degree required or equivalent work experience.

IFIC Operations and Canadian Securities Course (CSC) are an asset.

Bilingualism in English / French is an asset.

Some of the ways we’ll help you feel valued and supported as part of our team :

Flexible working arrangements.

Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.

Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, which include up to $5000 annually for mental health services and therapy.

Parental leave top-up to 100% of your salary for a period of 25 weeks.

Up to $650 for home office equipment.

Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice.

Diversity and inclusion programs, including an active network of Employee Resource Groups.

Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.